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Hey folks,
We've got some important updates that are affecting your user experience! Please read below.
Network Error / Server Issues
Last Friday, we pushed a software update that caused a bunch of problems with Polycade AGS. We've been working through the weekend to resolve the problem, but as of now these issues are currently ongoing, despite attempts to roll back to the previous software version.
Errors you may be experiencing:
Network Error when trying to login.
Games don't show up.
Long load times.
The key problem we are experiencing is our web servers are getting overloaded, which causes AGS to report network / connectivity errors.
What You Should Do
If your Sente is currently on and you have your list of games visible, then we strongly advise you NOT to turn off your machine. You should be able to continue playing. Avoid restarting and avoid pressing "Scan For Games" in the settings. Don't change anything about your game library until we get these issues resolved. If this applies to you, you can skip the remaining suggestions below.
Assuming #1 does not apply to you, you'll want to make sure you reboot your system in order to get the most recent update. This will roll back the error-prone update we sent on Friday to the previous version. While this won't fix the issue, it will take some stress off of our servers. To be clear, v2.8.2 is the problematic version, and v2.9.0 is the rolled back version (the version number can only advance, but v2.9.0 is the same as v2.7.2).
If you have loaded games into AGS, make sure the total game count is less than 500. We believe our server issues could be associated to some users attempting to load very large game sets.
If you manage to get logged in and display games, then see #1 above.
If you simply cannot get AGS to work, you can still install Steam and play Steam games on your Sente until we get our server issues resolved and AGS is back in working order. See here for our game recommendations on Steam.
Moving Forward
We're really sorry for this issue! It breaks our hearts to think that you've waited so long to receive the hardware product, and now after the long wait we've broken the software 🙁
In order to prevent this type of fiasco in the future, we'll be enabling anyone to access our development build of AGS. This will give us a larger test set of users and feedback prior to pushing changes to the production software build. If you want to use the development build and help us test, that would be awesome! We'll be getting everything setup for this as soon as we resolve the current issues.
Single Point Of Failure
A number of you have asked this so we'd like to address it: our intention with Polycade AGS is for it to function without internet or server connectivity. Server connectivity is meant to improve the experience, not control it. Once we can get the current problem resolved, we'll be reviewing the software design to ensure there are not hard dependencies on server connectivity.
Thank you for all your patience up to this point, and we really apologize for the service disruption!
Support Agent
Tech Support
323-999-4944 | polycade.com | @polycade
